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Lead operations for a 24/7 global NOC supporting optical transmission, IP transport, and multi-vendor infrastructure across a Tier 1 global network
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Lead a 24/7 Transmission NOC team responsible for Tier 1 and Tier 2 network surveillance, incident response, and escalation management across global backbone infrastructure
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Coordinate circuit provisioning and cross-connect delivery with global data centers (Equinix, Zayo, Digital Realty, Databank, and CoreSite), ensuring timely completion of LOA/CFA documentation and acceptance testing
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Supervise and mentor a team of engineers responsible for real-time network surveillance, incident management, and escalation handling
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Lead 24/7 Transmission NOC operations supporting Tier 1 global customers, ensuring SLA compliance and accurate incident triage
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Coordinate fault management, escalation, and resolution using tools such as Netcool, Remedy, and U2000
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Mentor and guide engineers across shifts, improving detection accuracy and response times by 30%
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Skilled in network monitoring, ticketing, and performance reporting aligned with ITIL best practices
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Perform deep-dive fault isolation and root cause analysis (RCA) across DWDM, SDH, and OTN networks using tools like PuTTY, U2000, iMaster NCE, Netcool, and Remedy
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Drive incident resolution through coordination with field teams, vendors, and internal engineering groups to minimize downtime and uphold SLA targets
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Develop and implement NOC procedures, escalation flows, and training documentation to ensure operational consistency and knowledge retention
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Oversaw Tier 1 NOC operations and shift scheduling, ensuring 24x7 coverage, technical guidance, and adherence to standard operating procedures (SOPs) in a high-availability environment
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Collaborate with engineering and capacity planning teams to support network upgrades, migrations, and provisioning for new services
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Deliver performance reports, participate in audits, and contribute to post-mortem analysis for critical outages
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Supported secure network operations for government and enterprise customers, maintaining compliance with SLA and incident response protocols
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Act as a key point of contact for executive management during major incidents, providing timely updates and restoration timelines